Job Title:  Associate Director | Service Delivery Manager | Bengaluru | Engineering

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

The team

The Deloitte South Asia strategic growth team serves as a central pillar driving growth and transformation within DSA, spanning several business lines and various technology functions.  We are established as a centralized team collaborating across consulting, implementation, and operation to maintain and enhance client value offerings and services. We innovate conventional approaches, leveraging Deloitte technology, differentiated domain expertise, intellectual property, talent, and capacity to embed continuous advantage and deliver enhanced business value.

In this team, our focus is on catering to the unique needs and preferences of clients in the South Asia region. Your role within this dynamic team is essential for establishing networks and relationships across the client stakeholder ecosystem and ensuring service fulfillment. Additionally, you will collaborate closely with other Deloitte leadership and stakeholders dedicated to the client. Your contributions will involve nurturing new and existing relationships, supporting presales life cycles, and playing a pivotal role in driving the success of DSA business growth for the specific client.

You will be part of a global organization that is making a measurable impact that matters every day.

Your work profile

We are seeking a seasoned Service Delivery Manager (SDM) to lead end‑to‑end service delivery for our Software‑Defined Data Center (SDDC) platforms. The SDM owns SLA/SLO attainment, incident/problem/change governance, capacity & cost optimization, compliance, resilience (DR/BCP), and stakeholder management while driving continuous improvement and automation across VMware-based SDDC (vSphere, vSAN, NSX‑T, VCF) and integrated services (backup, monitoring, security).

Key Responsibilities

Service Governance & Customer Experience

• Own SLA/SLO commitments for SDDC services; ensure availability, performance, and reliability targets are met.
• Lead service reviews with business/application owners; manage service catalogs, OLAs/SLAs, and escalation frameworks.
• Drive Continuous Service Improvement (CSI) with measurable outcomes and roadmaps.

ITIL Operations & Quality

• Govern Incident/Problem/Change processes; ensure RCAs with corrective/preventive actions, and high change success rates.
• Orchestrate Major Incident Management, executive comms/bridges, and post‑incident reviews.
• Maintain rigorous CMDB, asset/CI relationships, and configuration baselines.

Platform Reliability & Capacity

• Oversee day‑to‑day reliability of vSphere/ESXi/vCenter, vSAN, NSX‑T, VCF/SDDC Manager, and connected services (backup, DR, monitoring, security).
• Chair capacity planning—compute, storage (IOPS/throughput), network, and licensing; plan scale, lifecycle, and refreshes.
• Sponsor performance tuning and resilience architecture initiatives across the stack.

Security, Compliance & Risk

• Ensure adherence to security baselines, vulnerability SLAs, and patch/firmware policies across SDDC platforms.
• Align to regulatory frameworks (e.g., ISO 27001, SOC 2, GDPR as applicable); maintain audit readiness and evidence.
• Govern RBAC/least privilege, certificate lifecycle, encryption (at rest/in transit), and segmentation policies (NSX‑T).

DR/BCP & Data Protection

• Own DR strategy and runbooks for SDDC services; set RPO/RTO targets and lead DR drills.
• Oversee enterprise backup & recovery standards (e.g., Veeam/Commvault/Rubrik/Cohesity); track success and restore testing cadence.

Financials, Vendor & Contract Management

• Manage budgets, licensing, capacity-to-cost mapping, and FinOps guardrails (rightsizing, tiering, lifecycle policies).
• Govern vendor performance (MSAs/SLAs), SOWs, renewals, and license optimization (VMware, backup, monitoring, security).
• Evaluate and onboard tools/platforms; lead RFP/RFI processes when needed.

People Leadership & Delivery

• Lead multi‑disciplinary operations teams (compute, network, storage, backup, DB/middleware liaisons).
• Build on‑call/rota, skill matrices, coaching plans, and succession planning; drive an engineering excellence culture.
• Coordinate delivery for projects, migrations, upgrades with minimal business impact.

Automation & Observability

• Champion automation-first operations runbook automation.
• Standardize observability with executive dashboards and actionable SLOs/SLIs.
• Promote runbook quality, golden patterns, and self‑service enablement.

Reporting & Communication

• Publish weekly/monthly service reports: SLA performance, incidents, RCAs, capacity, vulnerabilities, cost, and CSI actions.
• Provide clear exec‑level communication during incidents, changes, audits, and strategic updates.

Support in Practice development initiatives

Required Skills & Qualifications

• 12+ years in infrastructure/cloud operations with 5+ years leading service delivery for data center or SDDC services.
• Deep understanding of VMware SDDC: vSphere/ESXi/vCenter, vSAN, NSX‑T, and optionally VCF/SDDC Manager.
• Solid grasp of backup/DR tooling and strategies; ITIL expertise (Incident/Change/Problem).
• Strong risk, compliance, and audit orientation; experience with security baselines and vulnerability management.
• Proven stakeholder management, executive communication, and vendor management.
• Experience leading on‑call operations and major incident situations.
• Data‑driven mindset; proficiency in service reporting and KPI governance.

Nice‑to‑Have / Preferred

• Exposure to Nutanix AHV, OpenStack, or hybrid cloud integrations.
• Familiarity with FinOps, chargeback/showback, and cost optimization levers.
• Experience with platform migrations (data center moves, hardware refreshes, version upgrades).
• Certifications: ITIL v3/v4, VMware VCP/VCAP/VCF Specialist, CISSP/CCSP (security), PMP/PRINCE2 (program delivery).
• Knowledge of SRE practices (error budgets, toil reduction) and DevSecOps collaboration.

Educational qualifications

Bachelor’s degree

Location and way of working

Base location: Bangalore

Your role as a leader

We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.

In addition to living our purpose, leaders across our organization must strive to be:

Inspiring - Leading with integrity to build inclusion and motivation

Committed to creating purpose - Creating a sense of vision and purpose

Agile - Achieving high-quality results through collaboration and Team unity

Skilled at building diverse capability - Developing diverse capabilities for the future

Persuasive / Influencing - Persuading and influencing stakeholders

Collaborating - Partnering to build new solutions

Delivering value - Showing commercial acumen

Committed to expanding business - Leveraging new business opportunities

Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization

Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities

Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for

the success of engagement(s)

Managing change - Responding to changing environment with resilience

Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision

Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems

Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte

Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive. 

How you’ll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

Everyone’s welcome… entrust your happiness to us

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you.  

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